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Retail Healthcare Care Delivery Evolution
February 14, 2019, Session 211
Dev Ashish, Chief Information Officer, GoHealth Urgent Care
Rehan Shah, Regional President, Windstream Enterprise
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• Introductions
• GoHealth Urgent Care overview
– GoHealth patient experience video
• Evolution of healthcare
• Looking beyond our industry
• What’s next for GoHealth?
• Panel discussion
• Q&A
Agenda
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• Discuss integrating retail research of keeping engagement personal,
mobile, seamless and secure into the healthcare delivery model.
• Explain how GoHealth Urgent Care is providing unparalleled
consumer experiences that are connected to the broader
continuum.
• Develop insights into technology solutions needed to create
seamless patient engagement.
• Share what’s next for GoHealth in their journey to better attract,
engage and retain their patients.
Learning objectives
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Speaker introduction
Dev Ashish
Chief Information Officer
GoHealth Urgent Care
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Speaker introduction
Rehan Shah
Regional President
Windstream Enterprise
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Agenda
GoHealth UC overview
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GoHealth Urgent Care was founded with the purpose of
becoming the urgent care partner of choice
New York’s largest health system and the largest private employer in the state
(formerly North Shore-LIJ).
The largest nonprofit, locally-owned health system in the Portland-Vancouver area,
with six hospitals and more than fifty clinics.
The fifth largest health system in the nation and the largest hospital provider in
California.
The most comprehensive healthcare network in Connecticut, with six hospitals and a
large, integrated medical group.
One of the nation's most innovative and integrated care delivery systems, with 44
hospitals and 700+ physician offices and outpatient facilities across four states.
An integrated network of 1,500+ physicians, 500 locations and15 medical centers
across North Carolina, South Carolina, Virginia and Georgia.
Our partners include six world-class, integrated and innovative health systems
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120+ urgent care centers today, with 30+
additional sites coming in the next 12 months
SAN FRANCISCO
PRTLAND
NEW YORK
Arkansas
SF BAY AREA
HARTFORD
ST. LOUIS
SPRINGFIELD, MO
OKLAHOMA CITY
ARKANSAS
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Electrostatic “smart glass” allows for
privacy when patients enter exam rooms
Mobile x-ray enables greater patient
convenience and capacity within a small footprint
Open, consumer-friendly
design ̶ unique to healthcare
2015 ICSC U.S. Design &
Development Award
Outstanding achievement in retail
store design
2017 Healthcare Ad Awards
Outstanding work and creative
inspiration
2017 Retail Innovator Award
Drive positive disruption using
innovative strategies and technologies
2018 Best Of Markets
Voted best urgent care by
the patients we serve
Multiple awards for patient-centric design and innovation
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INNOVATION
The GoHealth Urgent Care difference
CULTURE
OF CARE
PROVEN
TRACK RECORD
SPEED
TO MARKET
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Agenda
Evolution of healthcare
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VS.
Evolution of healthcare
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Traditional in-clinic experience
Outdated magazines in waiting room
No guest Wi-Fi available
Closed off reception desk
Clipboard-based registration
Zero transparency of charts
Archaic check-in and check-out process
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Transformed in-clinic experience
Free guest Wi-Fi
Tea/water station in lobby
Open reception area
Real-time wait times on lobby screens
Electronic registration on your smartphone
Innovative exam room design
Patients follow along provider documentation
No check out needed
Courtesy call back after visit
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Looking beyond our
industry
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Comparison of retail to healthcare
investments
Source: Incisiv BRP Windstream Enterprise Consumer Shopping Study 2018
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Little room for error, patients have
choices
Source: Incisiv BRP Windstream Enterprise Dining Experience Study (2018)
Consumers in dining will not return
after 1-2 poor experiences.
Are healthcare organizations
designing their experiences for that
consumer?
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GoHealth UC website experience
Wait times available
Drive/walk time
Directions available
Online check-in
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Online check-in
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Fill out the form and wait
48 hours for a phone call.
“Online” scheduling?
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GoHealth UC online check-in
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Measuring patient feedback
The Press Ganey Patient Satisfaction
Survey is used by more than 26,000
healthcare facilities.
It is emailed to the patient and is a multi-
page survey comprised of 32 questions.
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3
17
31
45
46
55
62
66
82
Nat’l avg. - Healthcare
Net Promoter Score
Net Promoter is a tool to gauge customer loyalty
and is used by top retailers and health systems.
Source: Company Press releases; Satmetrix; NPS Benchmarks; Advisory Board; Forsee
Patients receive a text within 24-hours of their
visit to rate how likely they are to recommend
our services.
National avg. - PCPs
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Guiding principles for technology
Information
security
Patient privacy and
data security are
non-negotiable
Consumers
first
Own the complete
patient experience
Deliver an effortless
experience to team
members
Embrace
the cloud
Rely on the cloud
for scalability
Vendors to host
SaaS solution
Build
selectively
Buy and personalize
before you build
Focus
Scalability
Competitive
Advantage
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Agenda
What’s next?
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What’s next?
